Service Design pays big dividends

Service Design is the application – to Service Business – of the pricinples, tools and methodologies of Design Thinking. It is a very powerful approach, but still many organizations try to design their services in a very traditional way, basically without any early involvment of the customers in the design of a new service. 

This is why Service Design – if and when adopted as a standard proces for any new service or to improve existing service offering – can pay big dividends. It will not only help your organization to involve the customers in the design, but will also highlight the service delivery issues that are the causes of customer dissatisfaction and a high level of churn. Like innovation, SD is a process and a discipline: it has to become part of your standard set of tools, when it comes to new service design…